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IT Service Desk Analyst

Company name
Crown Castle International Corporation ( CrownCastle )

Canonsburg, PA

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Company Summary Crown Castle works around the country to build and maintain the infrastructure behind the worlds most revolutionary technologies. Crown Castle owns, operates and leases more than 40,000 cell towers and over 60,000 route miles of fiber supporting small cells and fiber solutions across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is an S&P 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $60 billion. Position Title: IT Service Desk Analyst Position Summary This is a role in the Information Technology organization, to provide operational day-to-day support for the operations of the Crown Customer stakeholders. Essential Job Functionsprovide * Provide day-to-day operational service and support * Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. * Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication. * Communicatedirection/resolution at an appropriate technical and business level for the audience * Assist in the delivery of infrastructure development / build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds etc.) * Monitor and report on performance of IT systems and services * Provide assistance and technical support for the resolution of problems, incidents, issues and emergencies * Collaboratewith vendors for resolution of issues / incidents * Assit with 4th level support escalations (to Original Equipment Manufacturer) * Document problems and resolutions for future reference * Provide coaching and mentoring to other members of the Service desk * Creation of user accounts and setting permissions * Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments, troubleshooting application functionality and integrations). Education/Certifications * High school diploma or equivalent * Bachelors degree or technical training in Computer Science, Information Systems Management and/or three (3) years of equivalent work experience preferred * Dell certification preferred Experience/Minimum Requirements * (3) to seven (7) years of experience in computer systems, customer support or IT support preferred * Experience with ServiceNow IT Service Management System Other Skills/Abilities * Customer service experience * Call center experience * Focusing on Customers * Strong communication skills; both verbal and written * High degree of comprehension of the issues presented by customers * Apply discretion resulting in appropriate/desired resolutions * Ability to analyze issues and determine root cause and identify appropriate solutions * High degree of problem solving Internal/External Relationships * Strong ability to connect and build relationships with customers via virtual methods, phone and email * Strong ability to independently problem solve Reports to: IT Service Desk Supervisor Title(s) of direct reports (if applicable): N/A Working Conditions: Works in a normal office setting with no exposure to adverse environmental conditions. Provide 24x7 on-call support in a predefined rotation. Some travel may be required. Additional Information: N/A Crown Castle is an Equal Opportunity Employer. See Job Description

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Company info

Crown Castle International Corporation ( CrownCastle )
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Company Profile
Founded in 1994, Crown Castle is one of the country’s largest independent owners and operators of shared wireless infrastructure. We own, operate, build, and lease towers, rooftops, and Distributed Antenna Systems (DAS) in prime markets for wireless communications. With a nationwide presence, we have the local resources to provide comprehensive site deployment services — including site acquisition, engineering, zoning and permitting, and construction — all designed to provide flexible solutions for customers. As the owners and operators of the infrastructure, our focus is on safety, reliability and regulatory compliance through regular inspections, utilizing state-of-the-art processes and tools, and a 24/7 Network Operations Center (NOC). Publicly traded, Crown Castle (NYSE: CCI) offers financial strength and long-term stability as a competitive advantage.

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